high paying management jobs in Howrah, West Bengal

Job Title: Assistant Operations Manager

Department: Operations
Location: Kolkata
Employment Type: Full-Time
Reporting To: Chief Operating Officer

Role Overview

We are seeking a dynamic and result-driven Operations Manager to oversee customer experience, service delivery, and revenue optimization. The role involves managing customer support operations, handling escalations, driving conversions, and ensuring a seamless customer journey from onboarding to post-service engagement.

The ideal candidate will combine customer-centric thinking with strong operational control, ensuring high satisfaction, retention, and business growth.

Key ResponsibilitiesCustomer Experience & Service Operations

• Oversee end-to-end customer interaction across calls, WhatsApp, and social media channels, ensuring prompt, professional, and empathetic communication.
• Establish and enforce response time standards to ensure no customer query remains unanswered.
• Monitor quality of customer interactions and implement continuous improvement measures.

Escalation Management & Customer Retention

• Take ownership of high-risk and escalated customer issues, ensuring timely and effective resolution to prevent customer churn.
• Develop structured escalation handling frameworks and service recovery protocols.
• Personally intervene in cases involving dissatisfied or high-value customers to rebuild trust and retain business.
• Coordinate with internal teams to ensure root cause analysis and long-term resolution of recurring issues.

Customer Engagement, Conversion & Upselling

• Design and implement onboarding processes for new customers, including outbound calls to users who download the mobile application.
• Drive conversion of new users into paying customers by promoting services, offers, and discounts.
• Identify and implement upselling and cross-selling opportunities during customer interactions to increase revenue.
• Monitor customer lifecycle and introduce engagement strategies to maximize repeat business.

Feedback Management & Service Recovery

• Oversee customer feedback systems and ensure all negative or low-rated reviews are promptly addressed.
• Engage with dissatisfied customers to understand concerns, resolve issues, and improve overall experience.
• Encourage customers to update their feedback based on improved service experience in an ethical and customer-centric manner.

Team Coordination & Cross-Functional Alignment

• Work closely with sales, operations, and support teams to ensure seamless issue resolution and service delivery.
• Guide and supervise customer care executives, ensuring adherence to quality standards and SOPs.
• Train teams on communication, empathy, and customer handling best practices.

Data Management, Reporting & Process Control

• Ensure maintenance of structured trackers for customer interactions, issues, and resolutions.
• Analyze customer data, complaints, and feedback trends to identify areas of improvement.
• Track key performance metrics such as response time, resolution time, customer satisfaction, and conversion rates.
• Present regular reports and actionable insights to management.

Process Improvement & Operational Excellence

• Develop and implement SOPs to enhance efficiency and consistency in customer handling.
• Identify operational gaps and implement corrective actions to improve service delivery.
• Continuously optimize workflows to enhance customer satisfaction and operational productivity.

Key Skills & Competencies

• Strong leadership and team management skills
• Excellent communication and customer handling ability
• Proven experience in escalation management and service recovery
• Sales mindset with ability to drive conversions and upselling
• Analytical thinking and data-driven decision-making
• High ownership and accountability

Preferred Qualifications

• Bachelor’s degree in Business Administration / Operations / Management
• 3–5 years of experience in customer operations, preferably in service-based or BPO environments
• Experience in managing customer lifecycle, retention, and revenue growth

Key Expectations

• Ensure high customer satisfaction and retention
• Minimize customer escalations and churn
• Drive revenue through customer conversion and upselling
• Maintain operational efficiency and service quality
• Take complete ownership of customer experience and service delivery

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Provident Fund

Application Question(s):

• This is a Work from Office position. Are you comfortable travelling to Ballygunge in South Kolkata for the job?
• This post is only open for the applicants from Kolkata and not for outstation candidates. Kindly confirm if you are a resident of Kolkata.
• Do you have experience in managing operations in a BPO or service-based environment?
• The position requires minimum 3 years experience in Operations Management. How many years of experience do you have in Operations / Project Management?

Work Location: In person